Customer Think

MARCH 19, 2024

The role of CCO has historically been viewed as a bridge between the customer and the business, primarily focusing on customer service and corporate feedback. However, the digital revolution and subsequent acceleration of consumer expectations have expanded the CCO’s role to include not just customer service but also experience (CX), loyalty, and long-term engagement strategies.

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CX Customer Service Customer Loyalty Customer Experience 80

Experience Investigators

MARCH 19, 2024

Struggling to balance strict company policies with the need for out-of-the-ordinary customer experiences? Fear not! As your guide, Jeannie Walters lays out the roadmap for customer experience leaders to find that sweet spot. In this episode, we tackle a quandary presented by a CX leader looking for ways to empower her team to navigate the tricky terrain where unique customer needs clash with the rulebook.

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CX Customer Experience 72

Customer Think

MARCH 19, 2024

One of the biggest asks that CX leaders (still) have to deal with to get executive commitment and engagement – and for the rest of the organization to feel that there’s meaningful impact as a result of changes being proposed/made – is showing ROI.

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CX Customer Experience 78

Callminer

MARCH 19, 2024

2024 marks a significant year for the tech industry, as it navigates through economic turbulence. This blog top looks at trends shaping CX in tech and the role of AI in harnessing these opportunities.

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AI CX 68

Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting

Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical

Customer Satisfaction

Customer Think

MARCH 19, 2024

Meeting the Demands of Superior Customer Service in the Modern Era (Previously posted at DoingCXRight.com/blog) Imagine you’re the manager of a busy customer service call center. The pressure is constant, with customer inquiries and complaints flowing relentlessly. Amid this chaos, one of your agents, Alex, approaches you with a look of trepidation.

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Customer Service AI Contact Center Technology 69

Zonka Feedback

MARCH 19, 2024

In today's customer-centric business world, understanding your audience is crucial. However, traditional feedback methods can be time-consuming and disconnected from your existing workflows. Enter Salesforce surveys: a powerful solution that lets you gather valuable customer insights directly within your CRM platform.

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CRM Customer Feedback 52

Lightico

MARCH 19, 2024

The UK car finance industry is currently facing a significant challenge as the Financial Conduct Authority (FCA) investigates past lending practices. The investigation centers on the use of “discretionary commission arrangements,” a practice where sales personnel received higher commissions for car loans with higher interest rates. While banned in 2021, the FCA is reviewing loans dating back to 2007 , raising concerns for banks and potentially impacting millions of consumers.

Finance 52

Finance Compliance Data Entry AI 52

Customer Think

MARCH 19, 2024

Lead to cash Source to pay Customer service request management requiring a truck roll Asset warranty and subscription management What do all the above processes have in common?

Customer Service 59

Customer Service Technology Technology 59

SurveySensum

MARCH 19, 2024

Did you know that asking the right questions can make all the difference in gathering meaningful feedback? Picture this : You receive a CSAT survey after your recent purchase at a clothing brand. The survey had only 5 questions but all of them were open-ended questions, I mean who has the time for that? So, naturally, you give one-word answers just to get it over with.

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Net Promoter Score Customer Feedback Construction Customer Survey 52

Customer Think

MARCH 19, 2024

In today’s online retail landscape, success can sometimes arrive like a lightning bolt, catching even the most seemingly prepared off guard. Picture this: a small apparel retailer suddenly finds itself thrust into the spotlight overnight. How? A single TikTok video featuring one of its products goes viral, catapulting sales to an unprecedented 1000% surge.

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Retail Sales Technology Technology 59

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

VOC

Help Scout

MARCH 19, 2024

It’s time to shift the customer service paradigm again, from “The customer is always right” to “The customer always deserves to be helped.

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Customer Service 45

Customer Think

MARCH 19, 2024

Every now and again, I come across a piece of research that makes me want to pull my hair out. One such piece of research was the recently released State of Contact Centres 2024: Part 1 – Trends report from Puzzel, a leading European CCaaS player, which surveyed 750 contact centre leaders from various organizations across Europe.

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Contact Center 59

Customer Think

MARCH 19, 2024

Pundits have compared the current wave of tech industry layoffs to the dot com bust of the early 2000s, but the fact of the matter is that far more people have been impacted by them than nearly any other downturn. The sheer size of the tech industry in today’s world is staggering.

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Innovation 59

Customer Think

MARCH 19, 2024

Data is like oxygen for go-to-market teams. It’s a vital necessity for attracting, nurturing, and converting leads into customers, and not having it can cost your business big time. Research estimates a total of $142B in revenue was lost last year due to marketers inadvertently optimizing campaigns for fake audiences, stemming from poor data.

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Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

AI

Customer Think

MARCH 19, 2024

Tech stacks are large. The empirical stack data we recently shared from Zylo, a leading SaaS management platform, showed that even after a year of belt-tightening, the average SMB (500 employees or less) still has 162 SaaS apps. Mid-market companies (500 to 2,500 employees) have 245. And large enterprises have 650.

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Technology Technology 49

Customer Think

MARCH 19, 2024

In this 4:41 video, Ryan Thomas discusses the importance of teamwork and collaboration in driving business success. He highlights the significance of being a partner rather than just a customer vendor. He emphasizes the need for leaders to embrace the power of teamwork to provide the best solutions for customers.

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Sales 40

Customer Think

MARCH 19, 2024

Yext expands service and support portfolio to accelerate customer results

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